A suicide patient waiting for Lakeside was very combative, verbally abusive, and spit on Dena. Dena maintained a very calm and professional approach with the patient. She kept the patient safe and managed her care. The family arrived and was very hostile and aggressive when they saw the patient's restraints and her behavior. Dena talked to them calmly, in an attempt to diffuse their behavior. She did an excellent job. This was a very difficult situation and she deserves recognition.